When I try to search a device (e.g. EXAMPLE-PC123) in Protection Service for Business portal (PSB) by using characters in the end or inside of the string (e.g. PC123), there are no results found. I need to know the beginning of the name in order to find it.
The search functionality is doing search based on the beginning of the device name only, also known as a starts with search. Searching a string within a name is not supported and neither are wildcards.
Article no: 000012638
In C:\Windows\Temp\, the folder fs-capricorn fills up hard disk until there is no free space left
The files in the fs-capricorn folder are normally deleted when the computer is shut down. Unexpected system crashes can cause the situation that the files are not automatically removed. You can safely go ahead and manually clean the fs-capricorn folder. Take note that some of the files can be in use and locked and therefore they cannot be removed. You can skip the removal of those files.
Article no: 000014816
When installing an F-Secure PSB product (Server Security / Computer Protection / Server Protection), user encounters an error about the subscription key they are trying to use. Error: "You cannot use the subscription key you entered for this computer anymore. If you need a new subscription key, contact your administrator."
This is most likely due to the PSB product having been installed on the computer before using the same subscription key and at some point the machine has been removed from the PSB portal. This adds the machine to a blacklist, called List of removed computers, to prevent the software from automatically re-registering to the portal if the software is still installed after the machine is removed from the portal. To reinstall the product using the same subscription key on that computer, you need to first clear the list of removed computers for that subscription key:
Log in to the PSB Portal Open the Subscriptions page Choose the subscription key which you are trying to use and click on the "triple dot button" on the right side of the page Click on Clear list of removed computers
This releases all computers from the list for that specific subscription key. Now the subscription key can be used again on that same computer.
Article no: 000001257
Trying to reset password for PSB Portal but I don't get any email.
If you don't get an email message when using the reset password function in PSB Portal try the following:
Check that you are using the correct user name or email address. Check you have chosen the correct region. Password resets are not sent if you have chosen the incorrect region. (PSB3 requires use of direct https link) Clear browser cache and cookies. If all login and password reset attempts fail, contact F-Secure Customer Service and they can investigate the issue.
Article no: 000001720
If a scheduled scan time has been set for F-Secure Computer Protection, does scheduled scan start on the next startup, in case the system has been shut down or offline during the scheduled scan time?
The scheduled scan does not start on the next computer startup. It will start on the next scheduled time only when the computer is on.
Article no: 000013123
Reseller partner has sold a subscription to a customer but when the reseller partner views their PSB portal, it is not displaying the customer company or the subscription key/code under the reseller partner's PSB account.
Make sure that you have logged in to the correct PSB Portal account with the solution provider rights. If anyone else in your company has a PSB Portal account, they can verify your login name on the Accounts page in the PSB portal. If you are the only administrator user, contact your F-Secure sales contact for assistance. If you have logged in using the correct PSB Portal account but unable to see the customer company in the scope drop-down menu on your account, make sure that you have sold the PSB product as Partner Managed and not Company Managed. If the product has been sold as the Company Managed, neither customer company or the subscription will not be shown in the reseller partner's account. If you have accidentally purchased a Company Managed asset, and want to change it to be Partner Managed, contact our Order Services team or your F-secure Sales contact. If you are unable to reach your F-Secure Sales contact, contact F-Secure Customer Care here.
Article no: 000005981
Customer or reseller partner would like to cancel a Protection Service for Business (PSB) subscription, how to cancel?
If you have the product through a reseller partner, you need to contact them and they can request a termination of a subscription. If you are a reseller partner or have purchased the product directly from F-Secure, you can contact your F-Secure sales contact or account owner. If you are unable to reach your F-Secure sales contact or account owner, please open a support request.
Article no: 000003517
When loging to PSB Portal user gets "no active subscription" error
This can happen if you are logging in with multiple F-Secure accounts on the same computer and old cached data is saved in the browser. It can also occur if you have an F-Secure account that is not directly connected to an account in PSB. For situations with multiple accounts:
Click on the "person" icon on the same page you get the error Choose to logout Login with your PSB account credentials and choose your PSB account
If you have trouble using the normal login, open the browser incognito mode and login to the PSB Portal. If you suspect that your login credentials are not connected to an account in PSB, please contact support and provide the login name that you're using as it needs to be checked internally.
Article no: 000009994
User has entered a valid 2-step authentication code from their mobile authentication application, but receive "The verification code that you entered is incorrect. Try again." error when trying to login to PSB Portal
If you have entered the correct code within the allowed time frame but you still receive the error, make sure the time and date is set correctly on your mobile device. Two factor authentication can fail if the date and time it set incorrectly on the mobile device.
Article no: 000017861
PSB Computer Protection says "Check internet connection and try again" when trying to install with subscription key.
If you are connected to the internet and still getting the "Check internet connection and try again" error message during installation with a subscription key, follow the steps below to rule out other probable causes: Incorrect subscription key:
Check that you are using the correct subscription key during installation Double-check the spelling and verify from either your license certificate or from the Subscriptions page in the PSB portal that you are using a valid license
Insufficient number of available seats:
Check that there are still available seats on the license you're trying to use In the PSB portal, go to the Subscriptions page and check the Usage column for the license in question. If there are no more available seats, you have two options:
Remove old installations that are no longer in use to free up seats, or; Acquire more seats via Partner Portal or reaching out to your reseller or F-Secure sales contact
If you would like to remove old installations that are no longer in use to free up seats, follow the steps below:
Log in to the PSB portal Go to the Devices page Select the device(s) you want to remove, using the checkbox on the left Click Remove device from the options at the bottom of the screen (Remember, to be able to reinstall on these devices, you need to clear the list of removed computers: Go to the Subscriptions page, open the action menu on the right side of the license and click Clear list of removed computers)
Article no: 000008841
How can I exclude certain software update from the F-Secure Software Updater in F-Secure PSB?
Prerequisite: You need to have a non-default profile before you can configure your software updater settings.
To exclude specific software updates from automatic installation:
Log in to the PSB Portal Go to the Profiles Select the profile you want to modify Go to Software updater Under Exclude software from automatic installation, click Add software and then type in the keywords or a Bulletin ID using the formula: PRODUCT=<value>;SP=<value>. The service pack is optional. For example:
PRODUCT=Skype 6 PRODUCT=office; SP=SP2 PRODUCT=Java PRODUCT=Microsoft BULLETIN=MSNS19-08-4494174_V2
Lock the setting with the Padlock (Disallow user changes) and click Save and Publish. After the profile has been saved and published, the exclusion will be taken into use on the devices that have this profile assigned.
Article no: 000006571
Device that had the multi factor authentication (MFA) application broke or has been lost and user has 2-step authentication enabled in the PSB Portal. How can the 2-step authentication be reset?
If you do not have any recovery codes saved, ask another PSB-portal administrator to delete your administrator user account and then create a new administrator account for you. If you're the only administrator, or the others do not have necessary access rights to create new administrator user accounts, contact F-Secure Customer Care for further assistance.
Article no: 000015352
How to download and install F-Secure Protection Service for Business (PSB) products, like Computer protection, Server Protection or Email and Server Security?
To download an install F-Secure Protection Service for Business (PSB) products, follow the steps below:
Log in to PSB Portal
EMEA (PSB1) America (PSB2) APAC (PSB3) EMEA2 (PSB4) EMEA3 (EUSMI)
On the side navigation bar, click Downloads Select the product that you wish to install to download the installer Run the installer
For some products there is also the option to send the installation file to a user via email: https://help.f-secure.com/product.html#business/psb-portal/latest/en/task_4BBCD978718B46C2ACD5D21B65A59DDC-psb-portal-latest-en
Article no: 000001426
F-Secure PSB Computer Protection installation on a Windows 8 computer, fails with error "Check System Requirements, This version of Windows is not supported, please make sure you have the right operating system and service packs installed."
Only Microsoft Windows 7, 8.1 and 10 (all 32-bit and 64-bit editions) are supported for F-Secure PSB Computer Protection installation. Proceed to upgrade your Microsoft Windows 8 operating system to version 8.1 before installing the F-Secure product.
Article no: 000011265
As the user enters the subscription key during installation, they receive an error message telling "Could not verify the subscription key. Try again later".
Check that all the licenses are not in use.
Log in to PSB Portal. Go to the subscriptions page and check the amount of licenses in use
If all licenses are in use you can remove a previously installed device:
Go to the devices page Click on the white square on the left side of the device Click on remove device from the bottom of the screen Try PSB Computer Protection installation again
If the installation still cannot verify the subscription key, empty the list of removed computers:
Go to the subscriptions page Click on the three dots on the right side of the subscription key Choose to empty list of removed computers. Try PSB Computer Protection installation again
Make sure you are installing PSB Computer Protection on a supported Operating System. PSB Computer Protection can be installed on a workstation version of Windows (7, 8.1 and 10). If you try activating a PSB product on a Windows Server Operating System with a subscription key meant for PSB Computer Protection, you will receive the error "Could not verify the subscription key. Try again later". You can check the supported Operating Systems from this help guide. It is also possible that the network is blocking necessary traffic to our services. This community article has more information to help resolve such issues.
Article no: 000002440